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https://trailhead.salesforce.com/en/content/learn/modules/entitlement-management-for-lightning-experience/set-up-milestones
All high-priority cases must be closed within 16 business hours. All medium- and low-priority cases must be closed within 32 business hours. First, let’s tackle the high-priority case resolution limit.
https://salesforce.stackexchange.com/questions/188830/how-we-can-used-two-different-business-hours-in-an-entitlement-and-milestones
Business hours are applied according to a hierarchy. Salesforce uses the business hours specified at the highest level. Entitlement management business hours hierarchy. If you want to use different business hours for different severity levels, set business hours at the milestone level. For example, if the severity level of a case increases, the customer may need to be contacted more …
https://trailblazer.salesforce.com/issues_view?id=a1p3A000000mCsTQAU
1. Check the "Show the time remaining in actual hours, not business hours" org pref from Setup > Entitlement Settings. 2. Create Business hours with custom start and end times. 3. Setup Milestones, Create Entitlement Process with milestones. 4. Set Business Hours with custom time at Entitlement Process/Entitlement/Case level. 5.
https://www.runconsultants.com/blog/use-recurring-milestones-salesforce/
Let’s say we are using an Independent Update Milestone, and it’s eight hours (same as business hours). If a case comes in and enters the process at 9 a.m., and the support user completes the update milestone by 10 a.m., the next milestone’s target date will be 10 a.m. the next day, and if it is not completed by then, it becomes a violated case.
https://help.salesforce.com/s/articleView?id=sf.entitlements_milestone_tracker.htm&language=en_US&type=5
Set Up the Milestone Tracker. Limit User Updates. Create a Milestone. Auto-Complete Case Milestones. ... How Business Hours Work. Updating Entitlement Processes. Creating New Versions. Using New Versions. ... Salesforce Prerequisite Tasks for Omni-Channel Flow for Voice (Beta) ...
https://salesforce.stackexchange.com/questions/167892/how-are-business-hours-added-to-a-case
Business hours gets set through Entitlement Process. Verify, if Entitlement Process has been defined at your org and Business hours will be associated with this Entitlement Process. Under this Entitlement Process, there should be milestones defined. Now, check how Case enters the process. For example, in the screenshot, it is based on created date.
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